Customer Impact

Accountabilities

• Running a bimonthly check-in with each customer, surfacing tensions and defining the outcomes that matter based on cross-customer experience
• Measuring customer happiness, output, and impact per engagement and sharing summaries with the customer
• Conducting qualitative and quantitative research across the customer portfolio at least twice per year
• Relaying findings to relevant roles with concrete improvement suggestions
• Setting up Moral Fabric app for customers including tools & service supplier data entry, inviting users and if useful filling in their Operations Progress Assessment
• Informing customers in advance of holidays or reduced availability periods and agreeing on adapted planning to keep expectations aligned.